We are recruiting for a Systems Support Analyst to join a stable technology company based in Sacramento. This is a great opportunity to join a leading industry organization! Our client offers competitive benefits to include 401(k) + company match, Employee Stock Purchase Plan, paid holidays + 1 floating holiday, PTO, up to 10 days paid sick leave per year, medical/dental/vision plans, and an array of much more! Position is onsite (1 day/week remote allowed after training). The Systems Support Analyst is responsible to provide phone and in-person troubleshooting and administrative support for software applications and services, enterprise servers and advanced troubleshooting for escalated trouble tickets from the service support team. Salary: $95,000-$105,000 DOE. 

The qualified candidate will have at least three years’ experience with Office 365, Active Directory, and can work with Level 2-3 Desktop Support Tickets. Strong communication skills, project management, and ability to act as back up to the department manager is required. 

PRIMARY RESPONSIBILITIES:

• Provide hands-on support with Windows 2016, Windows 10-11 and O365 administration.
• Manage and troubleshoot both on-premises and cloud-based Active Directory services and Office 365 environments, including user account management, group policies and permissions.
• Provide advanced support to the PC Support and Service Desk teams.
• Support software development and operations teams at a technical and non-technical level on support tickets.
• Assist with developing processes and procedures that outline how incidents, requests and problems are identified, preserved in a knowledgebase, escalated, and actioned.
• Maintain customer satisfaction measures and service desk ticket closures at determined rates.   
• Document, track, and monitor technical issues to ensure timely resolution.
• Provide timely and thorough input for regular status reporting.
• Provide exceptional customer service to all users.
• Provide basic-level troubleshooting for telephone systems and networking issues, including identifying connectivity issues, and collaborating with network and telephone specialists.
• Assist with IT inventory management, including tracking and managing equipment, software licenses and hardware as needed.
• Lead and manage the ticket queue by monitoring and distributing tickets according to ticket volume and urgency.

SKILLS & QUALIFICATIONS:

• Associate’s degree in a technical field required. 
• Excellent communication skills and problem-solving abilities are essential.
• Experience with ITIL service management software: ZoHo ServiceDesk, Jira, Confluence.
• Analytical mindset.
• Problem-solving aptitude.
• Experience with collaboration and service management software: Atlassian suite, SMAX, ManageEngine.
• Hands-on experience in basic computer network and telecoms troubleshooting
• Minimal knowledge of Apple OS
• Knowledge of databases, system security and troubleshooting.
• Hands-on experience with technical projects a plus.
• General understanding of business practices.